Trade & Risk Operations - Customer Support Specialist

Overview

About FP Trading

Role Overview

***Client Support & Escalation Handling***

• Serve as a point of contact for complex and risk-related client cases, including account verification issues, deposit/withdrawal disputes, account restrictions, and trading-related complaints.
• Deliver professional, timely support via email, live chat, phone (VoIP), and ticketing systems while adhering to SLA targets.
• Triage and route escalations appropriately using the established escalation framework, engaging Team Leaders and the Supervisor for high-severity cases.
• Handle sensitive client communications with discretion, particularly around account rejections, abuser flags, and compliance-driven restrictions (where disclosure to the client is handled exclusively by Risk or Compliance).

***Risk Identification & Fraud Prevention***

• Monitor client accounts and transaction activity for unusual patterns, including gap trading, bonus abuse, multi-account clusters, chargebacks, and suspicious trading behavior.
• Execute the Abuser Procedure (Stage 1 and Stage 2) in Salesforce, including updating application outcomes, blocking/enabling withdrawals and transfers, documenting actions, and posting confirmations in the designated Slack channels.
• Review and process withdrawal hold requests initiated by the Risk team, coordinating confirmation across relevant departments.
• Flag potential identity fraud, account takeovers, and third-party payment attempts for further investigation.
• Support multi-closure investigations when the Risk team identifies linked clusters of flagged accounts.

***KYC, AML & Compliance Support***

• Review and verify onboarding documentation for individual, joint, corporate, and IB/partner accounts, including Proof of Identity (POI), Proof of Address (POA/POR), and Proof of Funds (POF).
• Conduct Know Your Customer (KYC) and Customer Due Diligence (CDD) assessments using Sumsub, including manual verification runs and EV link updates.
• Support Enhanced Due Diligence (EDD) reviews for higher-risk clients, including PEP screenings via World-Check and sanctions list checks.
• Escalate compromised identities, PEP alerts, and complex compliance cases to the Compliance team via the appropriate Slack helpdesk channels.
• Ensure all onboarding and verification activities comply with AML, CTF, and the applicable regulatory requirements under FSA, FSRA, FSCA, and FSC frameworks.

***Payments & Transaction Reviews***

• Investigate deposit and withdrawal issues, failed transactions, payment disputes, and chargeback cases in coordination with the Payments team and PSP contacts.
• Verify payment method ownership and flag discrepancies or fraud indicators.
• Monitor refund requests and withdrawal patterns for potential abuse or financial crime risk.
• Coordinate with internal payments teams and external payment service providers to resolve transaction-related concerns.
• ***Investigation & Documentation***
• Conduct case-level investigations using Salesforce, trading platform back-office tools (MT4/MT5 Manager), Sumsub, Zendesk ticket histories, and relevant client documentation.
• Maintain accurate, auditable records of all investigations, risk assessments, and decisions taken.
• Prepare case summaries and recommendations for management and compliance review.
• Update and maintain shared tracking tools (e.g., Abuser spreadsheet, handover logs) to ensure continuity across shifts.
• ***Cross-Functional Collaboration***
• Collaborate daily with Risk, Compliance, Payments, IT, and Partners/IB teams through Slack helpdesk channels and email.
• Participate in the daily escalation review cycles, helping triage and follow up on pending items across departments.
• Support the Backoffice/Onboarding team during peak periods or staff shortages, including processing account applications, address changes, swap-free requests, and unarchiving requests.
• Contribute to team knowledge-sharing by documenting recurring case patterns and updating internal SOPs and knowledge base articles.

Required Qualifications

• ***Experience***
• 1-3 years of experience in Customer Support, Client Operations, Risk Operations, or Onboarding within the forex/CFD brokerage, fintech, payments, or financial services industry.
• Hands-on experience with KYC/AML verification processes and client onboarding workflows.
• ***Technical Knowledge***
• Working knowledge of:
• + KYC (Know Your Customer) and CDD (Customer Due Diligence) procedures
• + AML/CTF regulations and red flag indicators
• + Deposit, withdrawal, and payment processing workflows
• + Forex/CFD trading products and account types (individual, joint, corporate, IB)
• Familiarity with MetaTrader 4 (MT4) and/or MetaTrader 5 (MT5) platforms, including basic back-office functions.
• ***Skills***
• Strong analytical and investigative mindset with attention to detail.
• Excellent written and verbal communication skills in English.
• Ability to handle sensitive information with discretion and professionalism.
• Comfortable making risk-informed decisions under time pressure.
• Strong documentation habits and commitment to audit-ready record-keeping.
• Ability to balance client experience with risk and compliance requirements.
• ***Preferred Qualifications***
• Experience with Zendesk, Salesforce, LiveChat, or similar CRM/ticketing platforms.
• Familiarity with KYC verification tools such as Sumsub or similar identity verification platforms.
• Experience with sanctions/PEP screening tools (e.g., World-Check).
• Exposure to cTrader, PAMM/MAM, or social/copy trading platforms.
• Knowledge of chargeback and dispute management processes.
• Additional language skills (Arabic, Russian, Mandarin, or European languages) are a strong plus.
• Bachelor's degree in Finance, Business Administration, Economics, or a related field.